Business Transformation Specialist, Travel Operations

Australia & New Zealand

At Allianz Partners, we're reimagining the future of Travel Operations through innovation, intelligent automation, customer-centric design, and operational excellence. As we continue our transformation journey, we're looking for a forward-thinking Business Transformation Specialist to help shape the next generation of travel assistance and operational service delivery across Australia and New Zealand.

Reporting to the Head of Operations, Travel & Medical Assistance ANZ, this is a highly visible role where you'll partner with operational leaders to drive strategic transformation initiatives, embed scalable ways of working, and help unlock new opportunities through digital enablement, data-driven decision making, and emerging technologies.

This is an exceptional opportunity for someone who enjoys solving complex business challenges, leading change, and creating future-ready operational environments.

About the Role

As a Business Transformation Specialist, you'll play a key role in translating strategy into execution across Travel Operations. You'll lead initiatives that improve customer experience, optimise operational performance, strengthen organisational effectiveness, and support the adoption of innovative technologies that enhance productivity and service delivery.

Working across multiple stakeholders and functions, you'll bring structure, clarity, and momentum to transformation programs while helping build a more agile, data-enabled, and digitally empowered operation.

Key Responsibilities

Drive Business Transformation

• Lead transformation initiatives from concept through to implementation and benefits realisation
• Develop business cases, project charters, implementation plans, and success measures
• Manage risks, dependencies, and stakeholder engagement across complex initiatives
• Support the delivery of the Travel Operations transformation agenda and strategic priorities

Shape Future Operating Models

• Partner with leaders to redesign organisational structures and operating frameworks
• Enhance role clarity, accountability, and collaboration through RACI development and process redesign
• Support workforce planning and career pathway initiatives that improve engagement and retention

Enable Intelligent Operations

• Identify opportunities to leverage automation, digital tools, workflow optimisation, and AI-enabled solutions to improve efficiency and customer outcomes
• Explore innovative approaches to service delivery including intelligent triage, decision-support tools, workflow orchestration, and enhanced self-service capabilities
• Contribute to building a scalable and future-ready operational environment

Enhance Data, Insights and Performance

• Strengthen KPI frameworks and reporting capabilities
• Support the development of actionable operational insights that drive decision making
• Champion a culture of continuous improvement, transparency, and performance accountability

Improve Customer Experience

• Lead initiatives that streamline customer journeys and reduce operational friction
• Drive improvements in first-contact resolution, quality outcomes, and service consistency
• Utilise data and root-cause analysis to identify opportunities for optimisation

Lead Change and Adoption

• Develop and implement change management strategies that support successful transformation outcomes
• Drive stakeholder engagement, communication planning, capability uplift, and adoption activities
• Build confidence and momentum across teams navigating change

Collaborate Across the Business

• Act as a trusted partner between Operations, Technology, Finance, HR, Product, and other key functions
• Ensure transformation initiatives are aligned to broader business priorities and enterprise-wide programs

What You'll Bring

We're looking for someone who combines strategic thinking with hands-on delivery and thrives in dynamic, evolving environments.

You'll ideally have:

• 5+ years' experience in transformation, operations, continuous improvement, change management, or business improvement roles
• Proven experience delivering business transformation initiatives and operational improvement programs
• Strong analytical skills with the ability to turn data into meaningful action
• Experience developing business cases, project plans, governance frameworks, and stakeholder engagement strategies
• Demonstrated success influencing senior stakeholders and driving outcomes across diverse teams
• A passion for innovation, automation, and leveraging technology to improve business performance
• Strong communication and facilitation skills with the ability to engage at all levels
• A customer-centric mindset and commitment to continuous improvement

Why Allianz Partners?

At Allianz Partners, we're building the future of assistance services by combining the best of human expertise with innovative technology. As part of a global organisation, you'll have the opportunity to influence meaningful change, contribute to transformation at scale, and help shape smarter, more connected customer experiences.

Join a business that values curiosity, innovation, collaboration, and continuous learning while empowering people to make a genuine impact.

If you're excited by transformation, motivated by solving complex challenges, and inspired by the potential of data, automation, and intelligent ways of working, we'd love to hear from you.